Customer Experience Associate (West Coast)

Role overview Help customers get clear, thoughtful support as they navigate online products and their purchasing experience. This customer-facing role handles questions across phone, email, and chat, resolves escalations, and uses sound judgment to find practical solutions when a standard response does not fit. It also contributes to daily team operations and improvement projects.

Responsibilities - Respond to customer questions through phone, email, and chat, providing timely and helpful guidance. - Investigate more complex issues and complaints, taking ownership through resolution or escalation. - Help customers use the website and understand available products. - Build detailed product knowledge so guidance is accurate and relevant to customer needs. - Prioritize incoming work as queues fluctuate and support the team with assigned operational projects. - Look for opportunities to improve the customer experience and the way the support team works.

Requirements - One to three years of direct customer support experience, including handling routine inquiries and complaints through phone, email, or chat. - Experience in e-commerce or a fast-moving startup environment. - Familiarity with customer service and productivity tools such as Zendesk, Salesforce, Microsoft Office, and Google Workspace. - Strong written and verbal communication, with confidence moving between phone, email, and chat. - A resourceful, self-directed approach and an interest in health and wellness science.

Nice to have - English and Spanish fluency.

Benefits and work setup - Remote role for candidates based in the Pacific time zone, with a Tuesday–Saturday schedule from 9 a.m. to 6 p.m. Pacific time. - Annual base salary range of $50,000–$55,000, with quarterly bonus eligibility. - Benefits include medical, dental, and vision coverage, a retirement plan with employer match, flexible paid time off, wellness and learning stipends, and monthly internet and phone stipends.